Fix a WhatsApp problem

Use this page when a receipt in WhatsApp gets no answer or the wrong answer. Start with the first section.

Axum gives no reply

Axum reads a message only from a number on the Who can send receipts tab. Axum does not reply to any other number.

1. Open Accountant in the left rail.
2. Open the Who can send receipts tab.
3. Look for the number that the person uses in WhatsApp.
4. If the number is missing, enter it under Add a number. Pick the country, then type the number.
5. Choose Add number.

An operator, an admin, or an owner can add a number. Make sure that the number is the one that the person uses in WhatsApp.

If the number is on the list and Axum still gives no reply, contact Axum support. Axum also does not reply when your organization is suspended.

Axum ignores plain text that is not a question when no draft waits for an answer.

Axum does not read the document

• If the reply says “I couldn’t find a receipt or invoice in that file.”, send a clearer photo.
• If the reply says that the file is too large, the limit is 20 MB. Send a smaller photo or PDF.
• If the reply says that Axum cannot open the message type, send a photo or a PDF. Axum does not open a video, a sticker, a location, or a contact.

The draft has a problem

Open the draft on the Accountant page. A tag on the card names the check that found something. See Approve a draft entry.

The Settings card shows no number

1. Open Settings, then select the Integrations tab.
2. Find the WhatsApp card.
3. If the card says that Axum could not reach WhatsApp, wait one minute. Then select the refresh button.
4. If the card says that Axum has no shared WhatsApp number, contact Axum support.

Reconnect

Axum uses one shared WhatsApp Business number. You cannot connect or reconnect it in the console. Contact Axum support if messages stop for everyone.

Get help

Choose Contact support in the account menu, or email support@axumworks.com. Include the number that sent the message.